Representantes Bilingues en Ingles y Espanol Call Center

Overview

Representantes Bilingues en Ingles y Espanol Call Center (Full-Time) role at Mass Markets. MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are looking for Customer Service Representatives to support inbound customer service, help desk, technical support, and back-office processing for commercial and public sector support positions.

You will handle inbound inquiries, troubleshoot basic technical issues, and assist callers with product and process related inquiries while representing recognizable brands. This is an entry-level position with on-the-job paid training. Schedules vary by site and program. Compensation is commensurate with experience; prior contact center experience is not required, but experience in customer service, tech support, inside sales, or back-office support is a plus.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• Utilize systems and technology to complete account management tasks
• Accurately document and process customer claims in appropriate systems
• Follow all required scripts, policies, and procedures
• Utilize knowledge base and training to accurately answer customer questions
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• Ensure first call resolution through problem solving and effective call handling
• Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem-solving, and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
• State or Federal work experience

• Starting compensation is based on experience with on-the-job training
• Paid Time Off and paid holidays
• Incentives and rewards programs with cash bonuses and prizes
• Health benefits for full-time employees after a waiting period; MEC medical plans available to all employees
• Retirement savings programs where available
• Disability, life, and supplemental insurance options
• Career growth opportunities and paid training
• Casual dress code and a team-oriented, engaging work environment

To be considered, complete a full application on the company careers page, including screening questions and a brief pre-employment test. Schedules vary by site and program. The employer reserves the right to revise this job description at any time. This job description is not an employment contract, and either party may terminate employment at any time for any reason.

All aspects of employment are based on merit and qualifications. MCI maintains a work environment free from discrimination and harassment. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements. Reasonable accommodations are available as required by law.